Richard Benson

Dynamic hotel manager with over 13 years of experience in hospitality and facility management. Proven track record of enhancing operational revenue, customer satisfaction, and staff retention. Managed diverse teams to ensure consistent service quality and efficient operations.

Accustomed to monitoring KPIs, controlling costs, and implementing procedures that improve both service delivery and profitability. A strong leader with outstanding communication and problem-solving skills and able to liaise effectively between staff, senior management and stakeholders.

GENERAL MANAGER - FOREST HOTEL DODOWA - Ghana

(2023-11)

• Steered daily operations to ensure all departments function seamlessly to meet standards.
• Increased revenue by 24%, showcasing innovative marketing and smart pricing strategies.
• Aligned front office procedures and housekeeping priorities to reduce pressure at check-ins, which led to improved occupancy levels (15%), guest satisfaction, and operational revenue.
• Coordinated events, cultivated strong client relationships, and remained ahead of industry trends through market research, innovation, and strategic thinking.
• Managed financials, optimized budgets, and reduced costs by 18%, while maintaining a high guest satisfaction rate with a 61% reduction in complaints.
• Collaborated with Front Office, Housekeeping and F&B managers to implement policies that enhance service and operational efficiency, leading to a 15% increase in occupancy.
• Ensured compliance with all regulatory requirements and regularly updated SOPs/policies.
• Realized 96.5% staff retention rate through dedicated training and development initiatives.

ACCOMMODATION MANAGER - UNITE STUDENTS - UK

(2018-01 - 2023-09)

• Directed operations of 6 different student accommodation sites, ensuring the safety and well-being of over 965 university students.
• Successfully negotiated with local vendors and managed supplies, which cut costs by 17.5%
• Managed budgets, monitored revenue, and set competitive room rates to maximize profitability - resulting in a 19% rise in revenue, within 2 years in the role.
• Develop intensive marketing and promotional strategies which increased occupancy by 21%
• Fostered high employee morale and development through strategic training programmes, thereby achieving a 98% retention rate.
• Ensured compliance with health and safety regulations through rigorous risk assessments of all areas, conducting safety audits and regular facility maintenance enforcement.
• Supported student well-being, mediated conflicts, enforced house rules and conduct policies, as well as organizing community-building events. Contract renewals rose by 23.5%
• Coordinated repairs which reduced incidents/accidents among staff and residents by 60%

OPERATIONS MANAGER - CLAYTON HOTEL - UK

(2012-05 - 2017-12)

• Ensured the highest standards across all departments and swiftly resolved guest issues, leading to a 56% reduction in complaints and a significant increase in TripAdvisor reviews.
• Oversaw operations and strategically collaborated with all departments, resulting in 42% occupancy boost and consistent revenue target achievements.
• Managed budgets and compliance, while spearheading staff recruitment and training, which sustained a 94% retention rate.
• Enhanced guest satisfaction by 44% through prompt resolution and service excellence.
• Optimised operational costs and managed budgets, contributing to a 21% rise in revenue.
• Forged strategies with the marketing team to bolster corporate client engagement by 19%.
• Led the hotel to receive accolades as the best among 48 locations, in 2015/2016
• Surpassed annual revenue expectations and voted manager of the year 2016/2017

Postgraduate Diploma - Public Administration - University of Bradford (2013 - 2015)

BA (Hons) - Economics & Geography - University of Science & Technology, Ghana (1997 - 2000)